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Steve Curtin

Steve Curtin
Steve Curtin is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. He wrote the book to address the following observation: While employees consistently execute mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employers. After a 20-year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service.

Maximize Return on Experience (ROE)

Today’s blog post is a part of a series that I will be sharing over the next couple of weeks related to what I...

Strive for Top 5 in product and service quality

Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near...

The impact of accretion in hospitality

I met a friend for lunch over the weekend. The night before he’d flown in from Las Vegas, having booked a room at a...

How to create an inspired workforce: Inspire

This is the eighth, and final, post in a series aimed at supporting the efforts of leaders, managers, and supervisors to create an inspired...

How to create an inspired workforce: Evaluate

This post is the seventh in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to...

How to create an inspired workforce: Operationalize

This post is the sixth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to...

Instill a sense of purpose

I came across a WSJ article this week titled Why Is Everyone So Unhappy at Work Right Now? The article mentioned the well-documented tension between the...

What if employees don’t buy-in to the mission?

From time to time, I get a question similar to this: “What do you do if someone doesn’t buy-in to the company mission or purpose...

How to create an inspired workforce: Connect

This post is the fifth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to...

How to create an inspired workforce: Reveal

This post is the fourth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to...

How to create an inspired workforce: Uncover

Earlier this week, I posted the first blog in a series aimed at creating an inspired workforce. I will share additional posts over the coming weeks...

How to create an inspired workforce: Articulate

Yesterday I posted the first blog in this series. Over the next several weeks, I will share additional posts to support the efforts of leaders,…

How to create an inspired workforce: Discover

Over the next several weeks, I will share several blog posts to support the efforts of leaders, managers, and supervisors to create an inspired...

Enforcement versus enrollment

On his podcast, Seth Godin, makes a brilliant distinction between the use of enforcement and enrollment to bring about desired behavior.Enforcement: the act of compelling…

How principles, purpose, and core values link to culture

Stephen Covey used to tell a story comparing principles to lighthouses. The moral of the story was that you don’t break principles. You break yourself…

The 3 Ps of purpose-driven customer service (Part 2)

Last week, I presented Part 1 of an activity that will enable supervisors, managers, and leaders to produce fresh suggestions for how the team can…

The 3 Ps of purpose-driven customer service (Part 1)

Last month, I presented to a group of hotel general managers. These were the presentation’s three main objectives:Reveal the totality of employees’ job roles.Connect daily…

Hire for cultural fit

A company’s culture is the byproduct of the collective actions, behaviors, and decision-making of its employees. And employees’ actions, behaviors, and decisions are informed by…

Repetition, action, and accomplishment

Most sophisticated organizations have articulated a corporate mission, vision, or purpose statement and a set of core values. If you work for yourself or...

Create Alignment Through Constancy of Purpose

Earlier this year, at a live management training event for a sophisticated multi-billion-dollar global company, I posed the following instructions in succession:“Raise your hand if…

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